This report concerns over 200 reported and documented incidents concerning the Gateweay Performance 500 computers. Originally obtained as part of a package deal Gateway had a few years back called the "Tech Refresh Lease/Purchase Plan". This plan was to replace the old outdated computers with new ones every two years at no cost to our company.
Reason we went that way was we were concerned about replacing our equipment in running our radio station. However as it turned out that the computers were not able to handle simple tasks like switching from cd drive to cd drive without "dead air". Dead air is a lapse between the songs. We had ordered the computers with Scuzzy drives and they turned out to have IDE drives.
Unfortunately all of the issues did not surface during the "return time" allowed by Gateway. Gateway stalled us many times with alleged cures for the issues but by the time we discovered the things like the cd drive issue could not be cured it was too late. We had the computer checked out locally and it could never have done what we needed it to do when we obtained them from Gateway.
The computers were then put into personal use. Big mistake. We have documented over 200 issues with this computer system since the purchase date. When the three year "warranty" ran out Gateway began to really stop helping with the issues. Stating the issues were because the computers were too old, needed replacement parts and so forth.
However I tried to explain many times that the computers should have been updated at least once in the last few years under the program we purchased. Most likely twice in that time period and Gateway has refused stating they never had that type of program. Had the computers been replaced as promised under that plan we would not have had this issue or any other.
As I tried to explain to the Gateway reps that issues not fixed or that have continuous problems do not have a time limit on warranty. I asked them if you took your car into the a shop and they did not fix it there is no time period to fix it correctly if it was not fixed correctly in the first place. The article needed fixing needs to be fixed and not just band aided.
I have written letter after letter to Gateway. Going all the way to the Advocate Group, ERT team and ERT Department. Along with letters to corporate Gateway (See address provided). Also customer service and others with the same lack of any reasonable solution. Every time we tried to get a reasonable resolution to the issues we were met with "We can't do that". All I was asking was what they could do to correct the issues. Not what they could not do.
I personally spent over 40 hours on the phone with one of their computer "wizards" to try and fix the problems. When it was all over the solution was to wipe the hard drive. This was done and all the info removed. However the problems increased on the personal use front.
The total time spent on this and all issues is not known but most likely in excess of 500 hours. This with no solution given by Gateway that is acceptable.
Some of the issues we experienced either in radio station use or personal use:
1: Wrong Drives installed
2: Not loaded with correct software or hardware for our application.
3: CD's would not play or switch between cds without a gap.
4: CD's could not write and save
5: DVD player did not play DVD's
6: Computer does not keep time correctly
7: Monitor issues
8: Internet issues NOT attributable to internet connection (Over 100 major internet issues/contacts alone attributale to the way the computer was designed)
9: Basic program issues
10: Camera issues (Could not work on net without major issues of continuity)
11: Inability of the computer to load simple things like a scanner or fax machine.
12. Computer crashes on a daily basis (locks up)
13. Computer does not hold dialing properties and needs to be reset every day
14.incredibly slow download
15. Programs disappear and then reappear.
These are the Crux of the issues with Gateway.
This is just the tip of the iceberg as far as these computers are concerned.
Also in that was a defective keyboard and mouse. Defective sound card. Defective Video card and more.
All we expected was for Gateway to honor the program purchased. At the very least supply us with the proper computers or the type of computer (s) needed for our applications. Not with supplying us with equipment not designed to do the task. Gateway failed to do so from the beginning to the present day.
KC
Apache Junction, Arizona
U.S.A.
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